Quality Auditor and Trainer

Position Title: Quality Auditor and Trainer

About the Role:

We are seeking a dedicated and detail-oriented Quality Auditor and Trainer with a strong background in the service industry. The ideal candidate will hold a Green Belt certification and have experience in both voice and non-voice processes. This role requires expertise in conducting audits and providing actionable insights based on observations related to People, Processes, and Product. The candidate will also be responsible for training team members, ensuring adherence to internal quality metrics, and driving continuous improvement initiatives.

Location: Bangalore (WFO)

CTC - 3-4L

Requirements

Key Responsibilities:

1. Auditing:
• Conduct comprehensive audits focusing on People, Processes, and Product.
• Identify and document observations, non-conformities, and areas for improvement.
• Analyze audit findings to provide data-driven insights and recommendations.
• Ensure compliance with internal quality metrics and standards.
2. Training:
• Develop and deliver training programs for team members on quality standards, processes, and customer service best practices.
• Facilitate soft skills training to enhance team performance in customer support roles.
• Monitor and evaluate the effectiveness of training sessions and make necessary adjustments.
3. Quality Assurance:
• Oversee the implementation and adherence to quality assurance processes in both voice and non-voice channels.
• Work closely with team leads to ensure that quality standards are met and exceeded.
• Utilize data and analytics to track performance trends and drive continuous improvement.
4. Reporting & Documentation:
• Prepare detailed audit reports and present findings to management and relevant stakeholders.
• Maintain accurate records of training sessions, audit results, and improvement actions.
5. Tools & Software:
• Utilize Microsoft Office Suite and Google Suite for documentation, reporting, and presentations.
• Leverage tools to create and maintain quality dashboards and training materials.

Qualifications:

• Education: Bachelor's degree or equivalent experience in a related field.
• Certification: Green Belt certification is mandatory.
• Experience: 1-2 years of experience in training and auditing within a customer support environment.
• Industry Knowledge: Solid understanding of the service industry, including voice and non-voice processes.
• Skills:
• Strong analytical skills with the ability to interpret data and provide actionable insights.
• Excellent communication and presentation skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and Google Suite (Docs, Sheets, Slides).
• Ability to train and mentor team members effectively.
• Strong attention to detail and a commitment to quality.

Key Attributes:

• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Proactive and solution-oriented mindset.
• Adaptability and willingness to learn and grow within the role.